Taught Student Guide 2011-2012

The University is committed to listening and being responsive to your views and needs. We strive to provide you with one of the best learning experiences in the country, but we recognise that sometimes we may get things wrong. You therefore have the right to lodge a complaint against a School, Service or individual in the University if you feel that your legitimate expectations are not being met. Your grounds for complaint might include:

If you are dissatisfied with the quality of one of the University services, be it to do with your programme or another aspect of University life, we want you to tell somebody.

Your complaint should initially be raised as near as possible to the point at which the problem occurred - in the School or University Service - and should normally be pursued informally in the first instance. However, there may be times when you do not feel able to make a complaint locally or when you are dissatisfied with the response or proposed remedy. For this reason, the University has adopted a procedure which also allows for complaints to be pursued, impartially and objectively, at a formal level.

You must be clear what redress you are seeking from your complaint as this will help the University focus on the most appropriate route to resolution.

For detailed information on the Student Complaints Procedure visit: www.leeds.ac.uk/secretariat/student_complaints.html

Advice on how to use the Complaints Procedure is available from a variety of sources, but in the first instance you are encouraged to consult the LUU Student Advice Centre or the University's Complaints Officer.